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“Absolutely Horrible Service!” 1 of 5 stars
Review of Grand Oasis Cancun

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Grand Oasis Cancun
3.5 of 5 Resort (All-Inclusive)   |   Blvd. Kukulcan Km. 16.5, Cancun 77500, Mexico   |  
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Ranked #85 of 177 Hotels in Cancun
Albany, New York
1 review
3 helpful votes 3 helpful votes
“Absolutely Horrible Service!”
1 of 5 stars Reviewed June 17, 2013

The Grand Oasis Cancun has a policy of overbooking this hotel and sending the overflow to their sister hotels (several other couples had the same experience). In our case it was the The Oasis. We booked and paid for an ocean front balcone room. Upon our arrival we were told that they didn't have a room for us and that they were sending us to their sister hotel, The Oasis where we would get the room we paid for. We were also told that The Oasis had the same # of amenities as the Grand Oasis. Not True. We had to change rooms three times! Our first room was approx. 8 X 8 with one window facing a block wall-TV didn't work. Our second room had no air conditioning, TV didn't work. Our final room (which we got 1 1/2 days before our vacation ended) had a balcony with a partial ocean view. We compained to the concierge every day but no one could ever give you an answer. We booked thru AARP Expedia. We disputed the charge on our CC and neither the hotel or expedia were accomodating at all. We had to pay the full charge. Never using Grand Oasis or Expedia Again!!!!!!!!!

Room Tip: Choose a different hotel chain completel.
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  • Stayed April 2013, traveled as a couple
    • 1 of 5 stars Value
    • 1 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 3
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, RP at Grand Oasis Cancun, responded to this review, June 20, 2013
Estimate Ms. Michele Q,

We regret not having fulfilled your expectations, so we offer our sincere apologies and inform you that all your opinions are taken into account in order to improve our services and fulfill the expectations of our guests in a more complete and effective.
No more for now we appreciate your comments.

Best regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Rating summary
  • Location
    4 of 5 stars
  • Sleep Quality
    3.5 of 5 stars
  • Rooms
    3.5 of 5 stars
  • Service
    3.5 of 5 stars
  • Value
    3.5 of 5 stars
  • Cleanliness
    3.5 of 5 stars
Traveler tips help you choose the right room.   Room tips (494)
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Nashville, Tennessee
Contributor
18 reviews 18 reviews
3 hotel reviews
Reviews in 6 cities Reviews in 6 cities
5 helpful votes 5 helpful votes
3 of 5 stars Reviewed June 16, 2013

My husband and I and 8 of our friends stayed at this resort on June 1-7, 2013. I had read many of the reviews on here after booking this trip and was a bit scared. I agree with some of the previous reviews and disagree with some. The first day there began a tropical storm and the weather was rainy for about 5 days straight. The first night it rained so hard our room (on the second floor, right above the lobby) was flooded with several inches of rain. But, the staff worked very hard and it did not flood again. Our room was in the pyramid and noisy with the partiers returning to their rooms at all hours. Thankfully, nothing was damaged by the rain for us. The shows in the lobby at night are very good, as was the Kinky Club's famous impersonation show once weekly. The Coyote club was usually packed with a young crowd and was fair, but there were no other dance/music options there for those of us in our 40's who wanted to have a fun night of dancing and music with others around our age. The pool is very pretty as is the view on the ocean side. The beach was clean and we finally got a day of sunshine before having to leave. The food was fair- average, except for the Seafood restaurant and the Italian restaurant, which I thought were the best choices for dinner. I had a facial booked in the spa, which was very relaxing and it was more than a typical facial as the woman did a neck, shoulder and frontal body massage also. The VIP Lounge serves very nice small plates thru the day and this was some of the best food I ate while there. There is a fab little restaurant across the street called the Blue Geiko and it is well worth the short walk to it for some authentic tacos. Overall, I doubt we will ever return to an all inclusive in Mexico or if the all inclusive price was worth it. The drinks were sometimes watered down. The best thing about this trip was the fact 10 friends got to spend a week together.

  • Stayed June 2013, traveled with friends
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 3 of 5 stars Sleep Quality
    • 3 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
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This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, RP at Grand Oasis Cancun, responded to this review, September 5, 2013
Dear Guest,

We appreciate you for taking the time to share your experience, this helps us know our areas of opportunity so we can provide better services to all of our guests.

We would like to let you know we are very committed with our guests, and the staff is dedicated to understand, reach and satisfy all of your needs.

We hope to have the honor of welcoming you again once again in the future.

Best regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Denver, Colorado, United States
Reviewer
3 reviews 3 reviews
1 helpful vote 1 helpful vote
2 of 5 stars Reviewed June 16, 2013

Recently went down for an 8 day stay...Mexico was great this hotel...not so much...
The restaurants were over croweded and poorly staffed, the staff that did work in the restaurants were rude, did very poor jobs (during one of our meals our server left in the middle of it and our table and 3 others were left waiting for food and drinks until we finally flagged down another server who reluctantly help our tables finish our meals). The food was so so even the 'nice' places were only sub part (compared to the places we ate downtown while out shopping). All in all the staff was very rude, condescending, and very unhelpful...and loads of other little things...from not cleaning the hotel very well, to leaks all over the ceilings, money exchange rates that made me wish I'd have waited till we go to town to exchange my money, rude event managers, and more and more...at one point someone in ur group even commented that staying at a hostel in town would have been a better experience.. granted it wasn't a nightmare...there were some very helpful and friendly staff, one of the meals was actually quite good that we had there, the beach was very nice and the pool was as well..but I would definatlly never go back or suggest it to anyone...save yourself the stress and just go someplace else... its not like this place would be saving you money either (with the money our group of 26ish paid I expected a lot more) so going someplace were they've gotten good ratings instead of here would just be common sense...

Room Tip: Choose one at a different resort/hotel...
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  • Stayed May 2013, traveled as a couple
    • 1 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 2 of 5 stars Rooms
    • 2 of 5 stars Cleanliness
    • 1 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, RP at Grand Oasis Cancun, responded to this review, June 20, 2013
Estimate Mr. Chad S,

We regret the trouble you had during your visit. We will consider all comments and opinions in order to satisfy the expectations of our guests. We appreciate the time to leave your comment.
We reiterate our thanks.

Best regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
london
Reviewer
3 reviews 3 reviews
3 hotel reviews
Reviews in 3 cities Reviews in 3 cities
8 helpful votes 8 helpful votes
5 of 5 stars Reviewed June 15, 2013

Nice beach,nice food,nice people.we go back again.amazing holiday.is nice clean room,the Caribbean Sea was lovely beautiful color the hotel was by the beach ,food very good,the drink on the beach as well good.cancun is nice city people they are very friendly and polite.many USA people,Argentinian ,Mexican ,English ......coco bongo was good disco,mandala on down town .cancun.wheater just hot.we ben there for 1 week in june...we gonna go back soon in the same resort great animation,great show in restaurant people just nice.they have allot off restaurant all inclusive and every night show animation ,is very big resort............sure u gonna stay on the same resort coz we have great time there.....no complain .the check in hotel I was quick.tips . Exchange money there in pesos o dollars in hotel or bank.everyone was nice ,we do trip to Chichen iza we book on the hotel the trip is not faraway and is very save.to go cancun is save and fun.u gonna go back there and we want to stay on the same resort in grand oasis cancun.tips: rent the safe box in the room is 75 pesos per day or 4£ per day but is more save.....we look forward to book next holiday but we are planing to go big group coz is amazing for party on the beach.tips if u go cancun for grand oasis cancun take bus just outside off resort 8,5 pesos per person is very save or taxi 10$ just 5 minute away for the resort.the staff was really nice.

Stayed June 2013, traveled as a couple
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, RP at Grand Oasis Cancun, responded to this review, September 5, 2013
Dear Guest,

We appreciate you for taking the time to share your experience, this helps us know our areas of opportunity so we can provide better services to all of our guests.

We would like to let you know we are very committed with our guests, and the staff is dedicated to understand, reach and satisfy all of your needs.

We hope to have the honor of welcoming you again once again in the future.

Best regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
2 reviews
4 helpful votes 4 helpful votes
3 of 5 stars Reviewed June 14, 2013

If you are ok with just having a nice beach area, swim up bar, nice swimming pools, & partying than this hotel is for u. The outside was very nice. The rooms were ok, except for the A/C didn't work in our room nor in our friends room. The service was very friendly & helpful. The drinks & food were ok. Not a hotel that I would have preferred to stay at.

  • Stayed June 2013
    • 2 of 5 stars Value
    • 4 of 5 stars Location
    • 2 of 5 stars Rooms
    • 3 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, RP at Grand Oasis Cancun, responded to this review, September 5, 2013
Dear Guest,

We appreciate you for taking the time to share your experience, this helps us know our areas of opportunity so we can provide better services to all of our guests.

We would like to let you know we are very committed with our guests, and the staff is dedicated to understand, reach and satisfy all of your needs.

We hope to have the honor of welcoming you again once again in the future.

Best regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Milwaukee, Wisconsin
2 reviews
Reviews in 2 cities Reviews in 2 cities
1 helpful vote 1 helpful vote
2 of 5 stars Reviewed June 13, 2013

All though the reviews on this resort was horrible, we decided to give it a try for our vacation and I have to say, we should've listened to the reviews. We booked the stay over May 30th until June 3rd. Our weather forecast for our stay was supposed to be rain all weekend but luckily, we received 2 days of sunshine. We booked our stay at Grand Oasis Cancun through CheapCarribbean.com and with it came our airport transfers with Olympus Tours. When we first arrived in Cancun, everything was well situated with the Olympus Tours staff. It was our first time in Mexico and we were really nervous from what we had heard about it but our tour guide assured us that everything was perfectly safe but to not trust cab drivers since they do not have meters and can scam you off your money. After we signed a couple papers and our tour guide told us some more pre-cautions, we got into the car with other tourists and drove off into the hotel zone.
It isn't hard to spot the big red sign that says, "Grand Oasis Cancun." Upon arrival, we were greeted with another member of Olympus Tours, Marco, and a member of the Grand Oasis staff, Saul. Saul took our bags and we followed Marco into the main pyramid. My, it was a beautiful sight!! Since we arrived at 12pm, we organized the things we wanted to do first. Our tour guide Marco was wonderful in getting us great discounts and informing us about the best places to go on Fridays, Saturdays, & Sundays. Eventually we got tickets to The City nightclub, Mandala nightclub, and Delphinus (swimming with dolphins). By the time we were done, it was already 3 pm. We let Marco lead us to the front desk where we were met by a nice young girl named Ivana. Since my group consisted of 5 ladies, 3 people in one room and the other 2 in the other room, we wanted oceanfront rooms next to each other and that was exactly what we received as well as towel cards, a black wristband, and a lock. Ivana told us that our rooms were not quite ready yet so we went off to lunch at Dos Lunas. Not the best restaurant in the world so I recommend you to NOT go there.
After lunch, we walked back to the main pyramid and received our hotel keys. We were situated in Playa 1, level 3, at the very end of the level by the maid closet and some sort of creepy room with a toilet and shower. When we first walked into our room, we noticed a bad odor and a leak in our bathroom. The air conditioning was not very swell either and our drinks in the mini-fridge were not cold at all. The other room we had gotten was well conditioned, no leak, and had no odor but we discovered later that night that there were bugs on one of the beds. We shrugged off everything and went to explore the resort some more. Later that night, we ate dinner at Akeru and my, another horrible restaurant. On Friday, we had another sunny day and this time, we had food at the Market Place and it was the best place we had been so far. We proceeded to enjoy our resort some more, ate lunch + dinner at the Market Place again, and got ready for The City. IT WAS WORTH IT! :) The best night-club in Mexico, apparently. When we got back to our resort room, our beds were VERY, VERY damp! We had to sleep with a blanket underneath us the whole time.
On Saturday, It started raining horribly. We didn't think much of it and went on to get ourselves ready for the day until we opened the door and saw many of the oceanfront rooms flooding. We immediately walked back into our rooms, put our suitcases on top of our beds, and proceeded down the stairs where we saw rooms that looked like the titanic sinking and rooms that were just horrible. We hoped that by the time we got back from the flea market, the rain would've stopped and our rooms were not flooded. We were wrong. Our room's balcony door was gushing water. Even though the maids cleaned it out again and again, it wouldn't stop. Before we left to the flea market, we literally witnessed someone tossing water from their balcony over onto our balcony. We couldn't stand for this anymore and so we went off to the front desk to demand a new room. Many other guests were down there complaining while the staff looked very nervous and afraid. Some of them pretended that they couldn't speak English when we very well saw them speak English earlier. After 2 hours of snapping at them, we received a new oceanfront room and the other 2 people in our group received an ocean-view room. The new oceanfront room had flooded earlier but was now empty and dried. We noticed that the new oceanfront room smelled nicer than our old one, had no leaks, and was nice and cool. Boy, what room had we been staying in?
On Sunday, the hallways were no longer flooded but again, it started to rain towards the middle of the day. Thankfully, it didn't last all day. We had reservation for Hacienda Sarape and the food was horrible as well as the service. Our waiter did not tend to us but another waiter did. In the end, we ended up tipping the other waiter but we felt bad for our supposed waiter since he probably was just annoyed. So we tipped him too.
Point is, DO NOT STAY AT THIS RESORT!! IT WAS AND IS ABSOLUTELY HORRIBLE.

Room Tip: stay in the pyramid rooms.
See more room tips
  • Stayed May 2013, traveled with friends
    • 1 of 5 stars Value
    • 5 of 5 stars Location
    • 2 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 1 of 5 stars Cleanliness
    • 5 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, RP at Grand Oasis Cancun, responded to this review, June 20, 2013
Estimate yang123_13,

We regret not having fulfilled your expectations, so we offer our sincere apologies and inform you that all your opinions are taken into account in order to improve our services and fulfill the expectations of our guests in a more complete and effective.

No more for now we appreciate your comments.

Best regards.
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
Fairfield, ohio
2 reviews
Reviews in 2 cities Reviews in 2 cities
2 helpful votes 2 helpful votes
3 of 5 stars Reviewed June 13, 2013

We went June-2-June 9 - which was right smack dab in the middle of a tropical depression, later to become a hurricane, we had tons of rain, the first 2 1/2 days - which led to our biggest complaint, we made the best of the weather but our beach front rooms became flooded, my kids room was the worst, they woke up in the middle of the night to 2 inches of water in their entire room and the rest of the trip a solid "drip" right ver and onto their bed, which they finally had to move the bed against the wall. Pretty much all the hotel did was just keep using squeeges to get most of it out. We were two doors down, didn't get the water, but honestly, I felf like I was sleeping in a mold and mildew infested room. I dreaded going to that room each night. The only thing they did offer was to put my kids in a much cheaper room, on the other side of the resort and we just kept thinking once the rain stopped, things would improve. Well the drip was still there, and the moldy smell. My biggest suggestion, stay in the large pyramid building, my brother had a room there (they used the annivesary offer the hotel offered) they had a great room.

Now as far as the resort, if you make reservations in the nice restaurants which wasn't near as hard as people made it sound, that food was good, the buffett, didn't love, but thats because it wasn't "Americanized" food - found great pizza, found a wing and burger place that we liked and also found besides room issues, most of the service was great. I think the staff was all so overwhelmed with the water problems all over the entire resort, they had no suggestions to offer you to help.. and quite honestly your pretty much stuck... as far as the air issues, our air worked great.

The pools are amazing. We liked the "wilder" loud side, I mean it wasn't that loud it was just music etc. I have to laugh at all the people complaining that the restaurants and lobby were too hot, I mean it is Mexico and most of the resort has open type concept which was nice. Would I go back to this place, probably not, I would probably spend a few more $$ and go to the Rui Palace - it was about 10 resorts up and was in a great local... but this place beside the ocean front rooms wasn't bad. They were constantly cleaning this place, the pool, the floors, the grounds, these people really work hard and brings $1's and $5s - you will want to have them before you come because trust me you will not find change anywhere around there or on the strip.

Room Tip: Stay in the main building, the balconies on the beach are not much and you will be in a good local
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  • Stayed June 2013, traveled with family
    • 3 of 5 stars Value
    • 4 of 5 stars Location
    • 1 of 5 stars Sleep Quality
    • 1 of 5 stars Rooms
    • 4 of 5 stars Cleanliness
    • 3 of 5 stars Service
Was this review helpful? Yes 1
This review is the subjective opinion of a TripAdvisor member and not of TripAdvisor LLC.
Atención C, RP at Grand Oasis Cancun, responded to this review, June 20, 2013
Dear Alliev13,

We regret not having able to fill your expectations 100%. Your detailed feedback, which we appreciate, makes us have a different perspective about our service and motivate us to constantly improve in order to offer a better quality for the stay of our guests.
We appreciate your opinion about your stay.

Best Regards
Report response as inappropriate
This response is the subjective opinion of the management representative and not of TripAdvisor LLC.
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Additional Information about Grand Oasis Cancun

Address: Blvd. Kukulcan Km. 16.5, Cancun 77500, Mexico
Phone Number:
Location: Mexico > Yucatan Peninsula > Quintana Roo > Cancun
Amenities:
Bar / Lounge Beach Business Center with Internet Access Fitness Center with Gym / Workout Room Free Breakfast Free Parking Restaurant Room Service Spa Suites Swimming Pool
Hotel Style:
#44 Spa Hotel in Cancun
#51 Top resorts Hotel in Cancun
#62 On the Beach Hotel in Cancun
Price Range (Based on Average Rates): $$
Hotel Class:3.5 star — Grand Oasis Cancun 3.5*
Number of rooms: 613
Official Description (provided by the hotel):
They don't call me The Entertainer for nothing: I'm the Grandmaster of fun, hosting live concerts, festivals and shows, even themed parties - plus everyday surprises like dancers in the lobby, and comedy skits by the longest pool in Cancun. I'm a Little more exlusive than my sister resort, Oasis Cancun, with extra amenities to make you feel special. I throw great parties with my famous friends, and get a Little naughty after-hours with my Late-Night Kinky Burlesque Cabaret. I'm hip, happening and high-class. ... more   less 
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Also Known As:
Grand Oasis Hotel Cancun
Grand Oasis Cancun Mexico
Oasis Cancun
Cancun Oasis
Oasis Grand Cancun
Grand Oasis Cancun Reviews
Grand Oasis Resort Cancun
Grand Oasis Cancun Hotel
Oasis Hotel Cancun Mexico

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